User Support Specialist - Remote

Job Description

Who Are We?

Thanx is a leading provider of digital guest engagement for offline businesses. Brick-and-mortar retailers, restaurants and malls are facing an unprecedented crisis in the aftermath of COVID-19; Thanx helps these businesses embrace digital purchasing, capture greater customer data, and take action on that information to personalize every interaction with their guests. Our proprietary integrations with credit card networks (e.g. Visa) provide the volume and accuracy of purchase data which sits at the core of every product we build. Last quarter, Thanx saw record digital purchasing and marketing campaigns initiated on our platform, even amid a global pandemic. Recently named to the Nation’s Restaurant News “2020 Power List” as one of the 50 most influential innovators in food-service, our CEO describes our vision: “Brick-and-mortar commerce in the US alone is a multi-trillion dollar category but most businesses still severely lack the data and tools to deliver personalized, closed-loop marketing. Thanx is on a mission to change this permanently.”

Thanx has gained the investment of prominent venture and growth equity luminaries, having raised more than $30M from elite investors such as M33 Growth, Ribbit Capital, and Sequoia Capital — with our most recent financing (not yet formally announced) coming earlier in 2020 (feels like a lifetime ago, huh?). Core to our success is a culture that has attracted some of the best talent from across the country; we are proud of our incredibly strong employee tenure, track-record of internal promotions, and impressive alumni network. We credit our cultural “core behaviors” with these accomplishments: Find A Way, Focus on What Matters, Say “Thanx” Genuinely, Welcome Diverse Perspectives, and Empathy Over Ego.

Position Overview:

This is a full time and remote contract position offering 40hrs per week . It will be your responsibility to answer B2C customer support tickets that come through our support line, Zendesk. You will be on the frontlines with our users and are expected to bring a positive and helpful face to the brand. You will tag tickets for tracking, research customer issues, and report any bugs or issues you uncover. Day to day responsibilities overseen by Customer Support and Operations Lead.

Location: We are open to candidates in Colorado, California, Nevada, New York, and Pennsylvania with a proven record of working remotely.

You must:

• Use Zendesk to read, track, and respond to support requests from customers (B2C)
• Research support issues and escalate tickets when there are indications of a larger issue
• Provide detailed background information when reporting a bug or issue
• Maintain courteous and articulate communication with the customer
• Work 40 hours per week, about 8 hours per day
• Work EST hours
• Bonus: Work from Wednesday to Sunday (or some equivalent work week consisting of working on Saturday or Sunday)

You have:

• 1-3 years of software support experience
• Strong written and verbal communication skills
• Strong interpersonal skills, including the ability to manage an upset customers
• Strong problem solving and computer skills

Job Type: contract/full-time

COVID-19 considerations:

This position is work from home and you will not be asked to make any choices compromising your health and safety in the service of your job.